Terms and Conditions
1.1. Urban Surfer maintains its site for your use. Please feel free to browse all/any of its pages. By accessing this site you agree to our Terms without limitation. Please check them regularly as they may vary from time to time.
2.1. "You" means the person whose order for the "Goods" is accepted by Urban Surfer.
2.2. "Goods" means the Goods which Urban Surfer will supply in accordance to your order.
2.3. "Urban Surfer", "Us", "We" means Staw Limited trading as Urban Surfer, company number 05006651, 1 Palmer Road, South West Industrial Estate, Peterlee, County Durham, SR8 2HU, United Kingdom.
2.4 "Terms" means these standard Terms and Conditions of sale set out in this document and includes any special terms agreed either verbally or in writing between us.
2.5 "Contract" means the Contract for the purchase and sale of the Goods.
Basis of the Sale:
3.1 These Terms shall govern the sale and supply of Goods by Urban Surfer to you. All other terms and conditions of trading are excluded.
3.2 Any error or omission in any information or document issued by Urban Surfer or their affiliated companies shall be subject to correction provided that the correction does not affect the contract.
3.3 No offer submitted by you for the purchase of goods from Urban Surfer shall be accepted until Urban Surfer have confirmed receipt of your offer and have accepted it, whether this be verbally, in writing or by email. Acceptance is deemed effective upon Urban Surfer sending you a receipt.
4.1 The price of our goods shall be our quoted price in Pounds Sterling as default but may be changed by the user using the dropdown menu on the site to other currencies and these are subject to change at any time.
4.1a We update currencies regularly to ensure they are as accurate as possible.
4.2 The price of the goods is inclusive of VAT and all customers will pay this price.
4.3 You may be liable to pay our charges for delivery which may vary depending on your location and the items ordered.
4.4 Urban Surfer's delivery charges do not include any expenses for customs duty or any other charge that may occur other than our normal delivery charges. You are responsible for such charges.
4.5 All charges must be paid prior to delivery. Legal ownership of the Goods remains with Urban Surfer until full payment has been received by us.
4.6 Urban Surfer offer a 110% Price Promise on all of our products. This means we will offer to match a competitors price plus give you an extra 10% of the difference. The price promise offered is entirely discretionary and subject to agreement between us and you before the Price Promise is approved. The Price Promise does not apply to eBay stores, Amazon, websites outside of the UK, clearance prices or items that are not in stock on the competitors website. Please remember that competitor sites may add postage or other fees onto their prices - remember we offer free delivery on most products so the price you see is the price you pay.
5.1 All trade marks and logos displayed on the site are either registered or unregistered trade marks of their rightful owners. You may not use any trade marks without the written permission from their owners.
6.1 Any exclusions of liability in these terms do not affect your statutory rights and shall not apply to any liability arising from death or personal injury caused by negligence of Urban Surfer or any of its employees or agents.
6.2 We shall not be liable to you for any loss or damage (whether loss of profit or otherwise) arising from your use of this site, it's material or contents.
Use of Information:
7.1 While every effort is made to ensure the information that is contained on this site is correct, Urban Surfer will not be held responsible for any errors.
7.1.1 If a pricing error is made by Urban Surfer then we reserve the right to refund any payments to you. We do not have to warrant a sale if we have made a pricing or descriptive error.
7.2 You may activate any links on the site leading to websites which are not under the control of Urban Surfer and therefore any responsibility or liability for the material on the linked site is excluded by Urban Surfer.
7.3 Linking to this site is permitted by Urban Surfer only if in good nature. Otherwise, prior permission must be obtained.
8.1 Urban Surfer often monitors and reviews bulletin boards, transmissions, postings, discussions and the like on this site.
9.1 These terms will be governed by English Law and in the case of dispute will be submitted in the non-exclusive jurisdiction of the English Courts. If you are accessing this site from outside the UK then you are responsible to ensure compliance with any local laws if such laws are applicable.
10.1 All products purchased are subject to availability. If products you order become unavailable we will notify you and, if we have received a payment for the unavailable products, we will ask if you are prepared to wait until we restock the items or if you would prefer a refund.
10.2 Most pictures of products show the exact model and colour that you will receive, however please note that all pictures are for illustrative purposes only and actual items may differ.
10.3 If your order consists of items in stock and items not in stock then we will wait until we have received the out of stock items before dispatching your complete order. In other words we will only send out one complete order.
10.4 If you place an order for an item that is out of stock we will be able to give an estimated date of when we will receive that item. This date is an estimate based on our previous experience of receiving deliveries from that particular supplier but is not guaranteed. This is especially so during the festive period and stock-checking periods when many of our suppliers warehouses will be closed for 2 weeks. If we foresee a problem we will notify you as soon as possible.
11.1 During the checkout process, you will be prompted to choose the delivery option you wish to use. Delivery is charged depending on your order and will be calculated when you check out.
11.2 Delivery times vary depending on what time the order reaches us and the next available posting date. We aim to dispatch all orders within 1 working day and you should receive the order the next working day but no later than 5 working days no matter which delivery option you chose. For deliveries outside the UK please add 5-8 working days.
11.3 We may use the courier service we believe to be the most reliable and effective depending on your order. Because we rely on third parties to delivery your order, we cannot be held responsible for their reliability and accuracy.
11.4 If products are returned to us as undeliverable they may be subject to an additional charge before being re-shipped. Alternatively, we may refund you the cost of the products minus the delivery charge and 15% administration fee.
11.5 On orders where you have opted for recorded or signed delivery, we will collect proof of posting, or if sent via courier, we will be issued with a tracking number which you may ask for at any time. If you do not receive your order, then we will contact our courier to see what compensation is claimable (if any). If you require extra compensation then you must ask us prior to placing an order and pay the extra for this cover.
11.6 Overseas orders can be sent via Airmail, Surface Mail or International Signed For. Please note that Surface Mail can take over 56 days for an order to reach you.
11.7 Orders sent by First or Second Class post are unrecorded and cannot be tracked. Once they leave our warehouse then we cannot be held responsible for the order. If an order that was sent by First or Second Class delivery goes missing then we will attempt to claim compensation from Royal Mail. If the claim is successful then we will contact you to arrange a replacement or refund.
11.8 Recorded delivery is an optional service that costs extra and must be chosen when making your order. Orders with Recorded delivery receive a tracking number which may be obtained by you at any time. Should the order go missing then we will attempt to claim compensation up to the value of £42. If you require extra insurance, then Special Delivery must be purchased at the time of making your order which can cover orders up to £500.
11.9 Claims can only be submitted after 15 working days after despatch for UK orders and normally takes around 3-5 weeks to be settled. Claims for European orders can only be submitted after 25 days. International claims can take up to 90 days to be settled.
11.10 Missing orders must be reported to us within 30 days of despatch.
11.11 Although all UK orders and most overseas orders have one set fee for postage, overseas orders weighing 2KG or more may incur additional fees depending on the destination. Normally all prices are calculated during checkout but sometimes orders to other countries (especially outside of the EU) will be more expensive so we will notify you before shipment if an order requires extra fees to be paid.
Returns & Refunds:
12.1 You have the right to cancel your order at any time up to the end of the seventh working day following the day on which you received the products. It is not compulsory for you to notify us of the reason of cancellation. If you wish to cancel your order please send an email to customer services with details of your cancellation. You must state your name, a description of the goods and your order number.
12.2 Any use of the goods beyond that necessary to inspect them on delivery will invalidate your right to cancel the order. If we believe items have been damaged due to lack of care by yourself then we reserve the right to refuse a refund or replacement. If damage is made when returning the goods back to us, then it is your right to seek compensation from your carrier.
12.3 We operate a 100% satisfaction guarantee policy which means that if you are not happy with any products bought from this website, you may return them to us within 30 days of purchase for a refund or exchange provided that the products are returned to us in their original condition and carefully packaged. Returns made after 30 days will be accepted at the managers discretion. We may refuse a return, offer store credit or offer a refund minus P&P and a 15% administration charge. We will not accept returns for underwear, swimwear, headphones or jewellery.
12.4 All products bought from our website are guaranteed for 12 months from the date of purchase. If a product proves to be faulty within that period you may return it to us for a refund or exchange unless a manufacturers guarantee has been issued then you will need to contact the manufacturer.
12.5 If you have paid p&p on your order then we reserve the right not to refund this cost to you if you return an item, but will only refund the cost of the goods to you. If the true cost of P&P exceeds the amount you paid then we will refund the amount you paid minus the amount we paid for postage. The minimum amount for postage will be £1.90 per order.
12.6 Paypal refunds can only be issued up to 60 days after the initial period. If for whatever reason, we need to refund you after the 60 days have expired then you will be responsible for Paypal's charges for receiving the money from us.
12.7 If an order or product has been returned to us that was paid for with a credit note or voucher then a refund will be issued in the form of another credit note or voucher.
12.8 Once an order is in the processing stage you may cancel the order before 4pm and we will not despatch it. After 4pm it will be declared as shipped and may not be retrieved. Instead you will need to send the item back to us. Once an order has been changed to processing and is cancelled before it is despatched, we will make an administration charge of £1.50 to cover packaging and picking costs.
The price promise offered on Urban Surfer is entirely discretionary and subject to agreement between Urban Surfer staff and the client before the Price Promise is approved. Please note that all mandatory fields on the Price Promise must be completed otherwise it will not be validated. The Price Promise does not apply to the following:
- eBay listings or shops
- Websites outside of the UK
- Private sales listed on the Internet
- New Season's prices
- Clearance prices
- Products of the same type but different brand names; these are classed as different products
- Items that are not in stock on competitors website
Please Note: that it is imperative to provide exact details of the competitors product URL so we can verify the prices listed. Additionally please remember that other websites may add delivery and even VAT on to their prices, so it is imperative that you gather the total price for the item before you send us a Price Promise email.
13.1 Urban Surfer is committed to ensuring that your privacy is protected. Any information we collect from you will only be used in accordance with this policy.
13.2 We may collect information from you in order to provide a service. This information may include your name, address, telephone number, date of birth and email address. Our payment processors may also collect credit or debit card information should you choose to pay for an order this way. Urban Surfer does not collect nor store any payment information on our site. Instead, card payments are taken by SagePay.
13.3 The information we gather from you is needed to be able to fulfil an order you place or provide you with further information on our products and services. We may send you emails such as order confirmations or newsletters if you've chosen to receive them.
13.4 Urban Surfer will never sell or give your personal information to anyone outside our group of companies.
13.5 We will strive to ensure that any information received from you is secure. Our site is protected by an SSL secure certificate and all administrator areas are password protected.
14.1 In cooperation with Klarna Bank AB (publ), Sveavagen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay Later
- Pay in 3
Further information and Klarna's user terms can be found here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement